Why it matters
Sequence settings define how contacts enter, progress through, and exit a sequence. These settings help maintain compliance, prevent over-messaging, and ensure consistent automation behavior across your organization.
Key Concepts
Basic Information: Defines the name, type, and visibility of the sequence.
Contact Behavior: Controls how replies and re-enrollments are handled.
Frequency Limits: Restricts how often contacts can enter a sequence.
Timing Rules: Limits when messages can be sent.
Tracking & Routing: Manages link tracking and call flow routing.
Step-by-Step: Configure Sequence Settings
Go to Sequences.
Select the sequence you want to configure.
Click the gear icon to open Sequence Settings.
Adjust settings in each section as needed.
Click Save Sequence.
Basic Information
Fields that define how the sequence is identified and who can access it.
Title (required): The name of the sequence shown in the Sequences list.
Description (optional): Additional context for internal visibility.
Sequence Type:
Sequential: Steps run in order.
Branched: Steps follow conditional paths.
Access Level:
Private to Me: Only you can view and edit the sequence.
Organization: Visible to all users.
Channels: Visible to users with access to selected channels.
Contact Behavior
Rules that determine how contacts are handled while inside a sequence.
When a contact responds:
Continue processing the sequence: The contact stays in the sequence.
Remove the contact from the sequence: The contact exits the sequence immediately.
When a contact is added again:
Re-add contact to sequence: Allows multiple enrollments.
Exclude contact from sequence: Prevents re-enrollment.
Maximum times a contact can be in this sequence: Limits lifetime enrollment count.
Maximum times a contact can be added per time period: Set a numeric limit and choose per day, week, month, or year.
Maximum active time: Defines how many days a contact may remain in the sequence before being removed.
Timing Rules
Controls when messages can send to maintain compliance and user experience.
Support SMS Quiet Hours: Prevents messages from sending during quiet hours.
Skip Sending on Weekends: Avoids weekend communication.
Only Send During Business Hours: Restricts sending to configured business hours.
Tracking & Routing
Settings that determine link-tracking behavior and call routing.
Link Tracking:
Enable or disable tracking for sequence messages.
Domain: Choose the domain used for tracking links.
Call Flow (optional):
Enable a default call flow for this sequence.
Select the call flow that incoming calls will follow if no step-specific routing is set.
Tips and Best Practices
Enable reply-based removal for conversational workflows.
Use frequency limits for sequences triggered by dynamic segments.
Use business hours or quiet hours for compliance and improved reply quality.
Confirm call and domain settings when multiple locations or brands use the same sequence.
Review settings periodically if multiple teammates collaborate on sequences.
Troubleshooting
Issue | Possible Cause | Fix |
Messages sending at unexpected times | Quiet hours or business hours disabled | Enable timing rules |
Contacts entering too frequently | Frequency limits not configured | Set enrollment limits |
Contacts remain in sequence after replying | Response handling set to continue | Change to remove on reply |
Link tracking not working | Tracking disabled or wrong domain selected | Enable tracking and choose correct domain |
Calls not routing correctly | Call flow not configured | Enable call flow and set routing |